7500 E Deer Valley Rd. Unit 69 Scottsdale AZ 85255 480-773-9738
ksingh7@cox.net www.linkedin.com/in/kanwarsingh7 http://crmpassion.blogspot.com/
INFORMATION TECHNOLOGY SYSTEMS EXECUTIVE
Building
Responsive Customer-Centric Organizations and Systems that enhance the Customer/User
experience
Senior Executive with international experience in Global and National Operations, IT Governance, Contact/Call Center/CRM Technologies adept in transforming IT assets in support of enterprise-wide Customer-Centric Operations.
A strategic executive leader driving Business-Centric change throughout the organization with a goal of reaching across functional lines to ignite change based on business strategy, customer insight, strategic technologies, and critical processes to facilitate operational excellence.
A strategic executive leader driving Business-Centric change throughout the organization with a goal of reaching across functional lines to ignite change based on business strategy, customer insight, strategic technologies, and critical processes to facilitate operational excellence.
KEY QUALIFICATIONS
- Results-oriented Executive with demonstrated success in driving highly successful customer service, support, service lifecycle design and deployment, process improvement and quality initiatives to improve customer experience, satisfaction driving an increase in revenue, profitability and competitive advantage in US and global environments
- Over 10 years of experience in design, architecture, deployment, and management of large enterprise national and global customer service/technical support installations with a deep understanding of continuous improvement practices, use of metrics, and application of KPI’s.
- Over 10 years of experience in a combination of areas – Business Process Management, Business Consulting, Business Analysis, Information Technology, CRM Technologies, Change Management, Business Intelligence, Project Management and running large global business unit.
- Experiences in analyzing data associated with technology, quality of service and operations to identify and implement cost efficiency and continuous improvement programs
- A proven track record on progressive leadership experience leading winning teams 100+ both regionally and globally increasing efficiency and client satisfaction while bolstering the top and bottom lines
- Domain Level expertise in CRM execution including Customer Interaction, Experience, Success, and Satisfaction Management
- Domain level knowledge in CRM/ERP/Call/Contact Center Technologies – VoIP, ACD, IVR, Cloud Strategies, Social Media Integration
- Experience in leading multi-level, multi-product Global and National Technical Support Operations & Management
- Exceptionally strong background in managed Information Systems, Information Technology with a focus on sales lifecycle, Business Process Re-Engineering, design, development, and implementation
- Expertise and considerable knowledge, in budgeting, business theory, operations and change management
- Adept in identifying and implementing new technology, service approaches and management concepts that will improve service levels, contain costs, streamline work flows to improve the service quality and delivery
- Hands on experience in compliance, knowledge and expertise in –Agile, SDLC, ITIL, TQM, CMMI, SAS70, HIPPA, COBIT, ISO Standards & methodologies including Product Requirements, Specifications, QA, testing and deployment
LEADERSHIP ACHIEVEMENTS
- Responsible for the creation, and implementation of Disaster Recovery/Business Continuity Plan that impacted the company’s compliance in successfully responding to large regulated RFPs valued over $1.5M. Managed and directed the upgrade of the enterprise network infrastructure to build diversity, redundancy, eliminating all single points of failure, enhancing reliability, performance, and reducing operational costs by $40K annually.
- Facilitated a 2 year growth from $5M to 12M through Implemented a state of the art Contact Call Center and related technologies that directly contributed to revenue increase of $5M over a two year period, helping the company achieve INC 500 #18 Growth Companies in USA.
- Envisioned and directed the realignment of Global Technical Support Services for a $500 million multinational with presence in 19 countries and a consolidated budget of $7.5M with a staff of 165 comprised of multiple Directors and Managers positioned around the world.
- Spearheaded the development of crucial software for a $250M startup that directly helped the company win contracts in excess of $2M with multiple key clients.
- During the merger between Pacific Bell, SBC, and Southern New England Telecom (SNET), led the consolidation and restructuring of the National Support Service Operations for the newly merged SBC Corporation saving operational costs by 16% in a budget in excess of $12M.
LEADERSHIP CAREER HISTORY
CRM/IT Management Consultant Direct Report to C-Level Management 2013 to present
Cifx Consulting LLC
Global Service Architecture and delivery Blueprint
For Distributed Business Inventions LLC, lead and assist the CEO to develop a business plan to secure funding of $750M for an International Environmental and Social Program for underdeveloped nations in Africa. This includes the complete IT/IS roadmap and related support organization and structures for Global Operations.
For Richman Surrey lead the creation of a roadmap for Organizational Development and the IT Roadmap for IT/IS infrastructure. Assist in securing first round funding for the company.
Consultant –Chief Information Officer Direct Report to CEO/CFO 2012-2012
CyraCom International, Tucson/Phoenix AZ
500+ seat Call/Contact Center Operations
Achievements
• Upgraded the enterprise network infrastructure to build diversity, redundancies, and eliminating all single points of failure, enhance high availability, reliability, and performance, and reducing the infrastructure operational costs by $40K annually.
• Created a Disaster Recovery/Business continuity Plan. This directly impacted the company’s compliance in successfully responding to large regulated RFPs valued over $1.5M. Implemented a training and certification education plan in support of the plan.
• Created Requirements, Functional Specifications and an RFP for a complex multi-platform (Windows/IOS/Android) mobile application to enhance the existing audio/video interpretation services.
• Created and implemented multiple Policies and Standards including Information Security, Data Access, and Net Security Policy.
Chief Information Officer Direct Report to CEO 2010 – 2012
Entrust Bankcard, Mesa AZ
150+ seat Call/Contact Center Operations
Created a Strategic IT Plan to deliver on the corporate goals and objectives defined in the corporate Strategic Growth Plan for this Card Payment Processing/Merchant Services Company.
Achievements
• Directed and launched a new Call Center with re-engineered business critical processes, workflows and related technologies that directly contributed to a $5M increase in revenue helping it achieve INC 500 #18 Growth Company in USA.
• Implemented Disaster Recovery Plan and Procedures, information and Data Security Policies and Procedures to comply with PCI/DSS standards.
• Created a comprehensive Master Data Management (MDM) strategy to ensure accuracy of information between multiple banks, clearing houses and the System of Record.
• Created the specifications for the redevelopment the enterprise web site to integrate it with the corporate CRM (Salesforce), implement social media and customer fulfillment functions.
Management Consultant Direct Report to CEO 2008 - 2010
CIFX Consulting, Scottsdale AZ
Proposed and led the business re-alignment and IT Infrastructure upgrade effort for an Arizona Charter School that envisioned hyper-growth for 2008-09 and subsequent five years.
Achievements
• Created the requirements, specifications and implementation and deployment plans for the upgrade of the corporate infrastructure, telecomm, ACD/IVR/CTI and Call Management
• Re-engineered business critical processes and aligned them to the corporate business goals and KPIs.
• Directed and implemented a student-centric learning environment to support higher success rates.
• Implement Call Management System (AVAYA - PBX/VoIP/IVR/ACD CTI), and upgraded the Network/Systems and telecommunications services.
• Implement CRM System integrated with the Learning Management System (LMS) for a more efficient and effective engagement model for Student CARE.
Head of Global Technical Services Direct Report to Executive Council 2006 - 2008
DICOM, Irvine CA
200+ seat Multi-location International Technical Services Operations
Assumed responsibilities for the Global Technical Services (GTS) Department for this multinational that provided intelligent digital transformation of information services to customers worldwide. Managed a staff of 165 comprising of multiple Directors and Managers positioned around the world with a consolidated budget of $7.5M and a shared budget of $5.5M.
Mandated by the executive Council, envisioned and implemented a Global Strategy to consolidate and align operations for a multi-level, multi-product Global Technical Support Service for 60 countries around the world with service presence in 19 countries.
Achievements
• Worked with the global leadership teams to improve governance, process, IT alignment, and organizational maturity.
• Work closely with the multiple business units, such as contracting, procurement, and professional services to ensure that technical services were effective and efficiently aligned with customer needs.
• Directed and restructured the service entities for the Americas, and EMEA, to operate under a single service organization worldwide Aligned support strategy and initiatives with business unit financial goals, and achieved in excess of $1M in annual cost savings.
• Spearheaded a major organizational restructure and development of a Global Support Portfolio clearly defining IT service offerings.
• Standardized support center processes and introduced new methodologies and tools. Significantly increased efficiency and reduced response and resolution times. Led the re-engineering and integration of Global Support Critical Processes.
• Envisioned and streamlined core service processes geared to deliver and improve on SLAs performance, and other key performance metrics.
• Key liaison for strategic planning of all customer facing processes ensuring corporate social responsibility programs and innovative Customer Experience, Success, Retention, and Satisfaction Management
Sr. Director Customer Support Services Direct Report to CEO/COO 2001 - 2006
VIACK Corporation, Scottsdale AZ
100+ seat Technical Support, Customer Support Operations
Working with the CEO/CTO for this $35M startup with 256K encrypted Video Conferencing software geared towards highly secure companies and government agencies. Designed and implemented a 120 seat contact center from scratch with the prime function of providing 24x7 application support and customer service for the company’s flagship product.
Achievements
• Managed an operating budget of $5.5M.
• Directed and built the entire support organization, systems, service processes and workflows and the call center from scratch.
• Built the requirements, specifications and the deployment of the Problem Management Systems and its integration to other management systems performance, KPIs and management reporting
• Successful launch of the operations on the scheduled date and subsequently moved operations to Scottsdale AZ.
• Improved team performance metrics while reducing support costs by 20% with initiatives such as KBMS, Self-Service, and Shared Solutions.
• Implemented customer satisfaction metrics and drove survey results into the organization for continuous improvement. Increased customer loyalty by 60% over the employment period. Developed and Implemented Customer Experience, Success and Retention Strategies.
Director Service Assurance Direct Report to SVP Operations 2000 - 2001
Qwest Cyber Solutions, San Jose CA
150+ seat Technical Support, Application Support & Professional Service Operations
Undertook the senior management’s vision and directed and launched a Service Assurance Methodology (SAC), for this $250M Application Service provider (ASP) startup involving Qwest Communications and KPMG. The SAC went beyond SLA management addressing expectations, risks, prevention, corrective, and remedial actions for the mission critical services provided by the company.
Achievements
• Established a Service Assurance Call Center (SACC) to service the extensive ERP market in the ASP arena providing Professional Services, Application Support Services, SLA compliance and System Monitoring (Service Assurance Methodology) to Fortune 100, 500, 1000 client companies. This directly helped the company win contracts in excess of $2M with multiple key clients.
• Spearheaded the development of crucial software budgeted for $4M, in partnership with BMC Software that became the Central Operational Command Center in support of the Service Assurance Methodology.
• Implemented processes and controls that continuously improved user/customer experience, and other performance metrics.
Sr. Technical Director – Support Services Direct Report to VP IT 1996 - 2000
Pacific Bell/SBC (now AT&T), San Francisco, CA
175+ seat multi-location national Technical Support & Customer Service Operations
Directed and managed the day-to-day operations of the National Support Service for Pacific Bell including Yellow Pages Operations.
During the merger with Pacific Bell, SBC and Southern New England Telecom (SNET) restructured the enterprise support framework and the operations for the newly merged SBC Corporation saving operational costs by 16% in a budget in excess of $12M.
Consolidation and merger activities included a full re-design of the internal support organization and its related systems and processes and the development of extended Service Level Agreements, including a re-engineered, integrated, and auditable Problem Management Process.
Achievements
• Managed a team of 145 staff including 16 managers in multiple states with a budget in excess of $12M.
• Designed a TQM training program and reliability, availability and serviceability standards. Benchmarked quality and serviceability goals; significantly improved customer satisfaction.
• Received 100% team bonus and 125% individual bonus from 1997 to 2000
• Created the requirements, specifications, Implemented plans and the deployment of a new $1.25M Problem Management System to facilitate and refine the Problem Management process and reduce the service resolution life cycle and improving critical KPIs
• Successfully consolidated the operations of the merged organization and reducing operational costs by 25%
• Implemented solutions including KBMS, Self-Service, and Shared Solutions to improve Customer experience and satisfaction and other key performance metrics.
EDUCATION & PROFESSIONAL DEVELOPMENT
Master’s Degree, Business Analysis, Foundation for International Studies, WA, USA – Business Analysis, Project Management Major
University Degree, BA Commerce (Honors) University of New Delhi, India – Business Administration, Finance Major
Diploma, Business Administration– Algonquin College – Canada – Business Administration, Computer Systems, Data processing, Accounting Major
Richard Chang PMP Certification – Issuer Pacific Bell/SBC
Multiple MBA Leadership Classes – Hosted by DICOM – Strategic Leadership Focus
FINRA Series 6/63 ( Series 7 - Completion August 2014)
No comments:
Post a Comment